Guest Relations Manager Fairmont The Red Sea (saud

Job Summary

Essential Functions

• Ensure a seamless and exceptional guest experience for all guests particularly VIPs from arrival to departure.

• Manage all guest relations operations addressing guest concerns and coordinating with departments to deliver personalized service that exceeds expectations.

• Oversee Front Office guest-facing areas including supervision of Guest Relation Supervisors Guest Relation Agents and Lobby Hostesses.

• Maintain high guest satisfaction levels by handling special requests and consistently upholding the hotels service and hospitality standards.

• Act as a key contributor to service excellence guest loyalty and brand reputation.

Main Duties and Responsibilities

Guest Experience Management

• Oversee the full guest journey from arrival to departure including personalized welcome farewell and feedback collection.

• Develop and implement guest experience initiatives to enhance overall guest satisfaction.

• Maintain detailed knowledge of daily activities attractions transportation and local services to assist guests effectively.

• Serve as the primary point of contact for guest special requests ensuring timely and professional resolution.

• Ensure smooth and hassle-free à la carte restaurant bookings handled by the Guest Relations team.

Complaints Handling & Service Recovery

• Handle escalated guest complaints efficiently with proper follow-up and documentation.

• Review Service Recovery reports Duty Manager/Night Manager logs and implement corrective actions where required.

• Guide the team in resolving guest concerns based on empowerment guidelines.

• Participate in management meetings present guest issues and collaborate with operations teams on action plans.

VIP Relations

• Coordinate special services and amenities for VIP guests ensuring preferences are met to the highest standards.

• Identify upcoming VIP arrivals and communicate details promptly to the General Manager and EAM.

• Supervise VIP room blocking follow up on special requests escort VIPs conduct in-room check-ins when required and spot-check VIP rooms.

Team Leadership & People Management

• Manage Guest Relations staffing including scheduling training performance management coaching and discipline.

• Promote upselling based on service excellence and ethical practices.

• Conduct effective shift briefings to communicate operational requirements and hotel activities.

• Ensure staff comply with greeting standards and complaint-handling procedures.

• Train coach and mentor Guest Relations team members to enhance performance and guest impressions.

• Conduct regular team meetings and performance evaluations to sustain a motivated high-performing team.

Collaboration & Compliance

• Work closely with all hotel departments to ensure seamless service delivery.

• Coordinate with the F&B team to ensure smooth restaurant reservation processes.

• Ensure full compliance with hotel SOPs LQA standards brand standards and ISO Integrated Management Systems.

Feedback & Brand Management

• Collect analyze and report guest feedback and satisfaction metrics.

• Ensure guest reviews on social media platforms are responded to within 24 hours.

• Maintain lobby standards ensuring cleanliness presentation and readiness of guest-facing areas.

Qualifications :

• Diploma or Degree in Hospitality or a related field.
• Minimum 57 years of experience in a luxury 5-star hotel environment.
• Strong multilingual communication skills including proficiency in English with the ability to communicate effectively in Russian considered a strong advantage.
• Strong background in Guest Relations Front Office operations VIP handling and service recovery.
• Proven leadership communication and guest engagement skills with the ability to manage teams and deliver exceptional guest experiences.

Additional Information :

• Strong understanding of ultra-luxury wellness concepts and brand alignment.
• Experience in pre-opening operations project coordination and setup of wellness facilities is highly preferred.
• Ability to create innovative and culturally relevant wellness experiences aligned with the Red Sea destination.
• A proactive anticipatory approach with a strong sense of accountability and ownership.
• Impeccable grooming and personal presentation aligned with luxury standards.

Remote Work :

No

Employment Type :

Full-time

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